Customer Service Jobs
When talking about customer service jobs, we usually pertain to call center jobs, to call center agents. What does a call center agent do? What does one need to have to qualify for a customer service position?
What Customer Service People Do
There are four factors that make up the life of a customer service agent: customers, supervisors, CSAT's, and AHT's.
- Customers- this is basically the reason why there are customer service representatives. Companies can never exist or continue to exist without them. So, the responsibility of the customer service representative is to ensure that the company's customers are happy.
- Supervisors- they are the industry's superheroes. They rescue agents from bad calls and regulate their team of subordinates.
- Customer Satisfaction (CSAT) Rating- when a company shells out survey forms to its customers, questions on how well they have been assisted by the customer service representative are also included. This is how CSAT is determined.
- Average Handling Time (AHT)- not all customers have the luxury of time, so customer service representatives have to make sure that they solve their customer's concerns as quickly as possible.
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